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Elsera Dewi
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Decision Sciences, Operations Research & Management Health Professions

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Pengaruh Kepuasan Konsumen, Membership Card, Trust, Perceived Quality dan Perceived Value Terhadap Loyalitas Konsumen di Starbucks Coffee Surabaya Fransiska Novia; Elsera Dewi; fransisca Andreani
Jurnal Hospitality dan Manajemen Jasa Vol 4, No 2 (2016): Jurnal Hospitality dan Management Jasa
Publisher : Jurnal Hospitality dan Manajemen Jasa

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Abstract

Abstrak: Penelitian ini bertujuan untuk mengetahui dampak kepuasan konsumen, membership program, trust, perceived quality dan perceived value terhadap loyalitas konsumen di Starbucks Coffee Surabaya dengan menggunakan metode analisis regresi linear berganda. Variabel penelitian terdiri dari kepuasan konsumen (X1), membership program (X2), trust (X3), perceived quality (X4), perceived value (X5), dan loyalitas konsumen (Y). Hasil penelitian menunjukkan bahwa kepuasan konsumen, membership program, trust, perceived quality memiliki dampak positif dan signifikan sedangkan perceived value memiliki dampak positif tetapi tidak signifikan terhadap loyalitas konsumen. Variabel yang memiliki dampak paling positif dan signifikan adalah membership program.Abstract: The purpose of this research is to determine the impact of costumer satisfaction, membership program, trust, perceived quality and perceived value on customer loyalty at Starbucks Coffee Surabaya using a multiple linear regression analysis method. The research variables consist of customer satisfaction (X1), membership program (X2), trust (X3), perceived quality (X4), perceived value (X5), and customer loyalty (Y). The results shows that customer satisfaction, membership program, trust and perceived quality have positive and significant impact while perceived value has positive impact but insignificant on customer loyalty. The most dominant variable is membership program.
Co-Authors Fransisca Andreani Fransiska Novia